What is Workforce Management?

Workforce Management or WFM refers to the process of balancing work needs with existing resources. It is a planning and accountability structurefacilitating organizations to guarantee that strategic goals are met in an effectual, cost effective way, while also harmonisingequality in human resource management practices.Workforce management can also incorporate field service management for improved and enhanced call centre operations. This provides us the software to successfully strategize and dispatch field service technicians along with their suitably stocked vehicles to a customer's locality timely in order to supply against their service assurances. Field service management includes elements of Demand management which helps to estimate work orders that aids in planning the number and aptitudeof staff that will be required. Workforce scheduler plays a vital role in a call centre by assisting in the usage of previously defined guidelines to automatically enhance the timetable for interactions through voice, e-mail, chats, web, etc. Workforce dispatcher assists in automatically allocating work orders within previously defined areas to specific technicians. Mobile solutions are also included which allows senders and technicians to connect in real time. Workforce management is all about allocating the correct employees with the correct skills to the correct job at the correct time. Workforce Management provides you deep insights into scheduling calculations and discusses the measures to solve the most common scheduling problems that call centres face. It provides traditional resolutions and creative substitutions to help ease and expedite scheduling difficulties.

Brainmeasures Workforce Management (Call Centre) Certification Course

Brainmeasures workforce management certification course explains all the aspects of this field in a very easy and clear way. The term Workforce management is distinguished from traditional staff arrangement because staff scheduling is rooted to time management and solely accomplishes the management of past and future working times. This process greatly helps in handling each customer interaction and work item in the most appropriate way. The optimization of contact centre and call centre performance will help in emerging a competitive benefit as agent productivity is improved, the necessary requirements of customers are actively met, and, ultimately, revenues are increased.Workforce management enables you to positively deliver information and easily manage clashes in a heated situation. It provides you with the practical guidelines which helps you to respond to unexpected staffing situations and keeping costs to a minimum while retaining service levels effectively. By using realistic scenarios, this online course sketches how performance influences operations, the method of estimating calls, computing staff requirements, along with arranging staff and tracking facilities. Brainmeasures is an ISO certified leading online certifications company renowned for their online certifications and skill testing. After getting enrolled in this course, you would receive an E-book that would guide you for the online exam. Upon successful completion of the exam, you would be awarded the certification by Brainmeasures.

The Workforce management (call centre) certification course by Brainmeasures is really advantageous for all the individuals working in the field of call centre or handling call centre operations. With todaysmultifaceted and several channel customer journeys, executives and organizations are striving to achieve the maximum benefits that they can out of their workforce management system since it plays the most significant role in an organization. After becoming a certified professional WFM for call centre operations, it will be really useful for an individual in getting recruited in a reputed and established organization. There are multifarious chances of you in getting recruited in an organization you most desire to join. Online certifications by Brainmeasures are recognized and accepted worldwide.

Brainmeasures - An ISO 9001-2015 Certified company

HOW BRAINMEASURES
TEST ARE DEVELOPED

Stage 1: Scope/ Definition/Discussion

panel of subject matter experts is formed who are professionals and have the exact
knowledge and experience to write, review and edit test articles. They decide the
most relevant and essential topics that need to be examined and tested so that every
candidate is equally assessed on a common set of knowledge, skills and aptitudes.

Stage 2: Job Analysis/Curriculum Design

The subject matter experts perform brainstorming sessions of various comprehensive
topics in which test questions have to be developed in order to collectively select
the most significant topics that are appropriate in relation to the test taker’s
job and deeply helps to assess the knowledge and performance of the test taker.

Stage 3: Test Specifications/Development

The questions selected in the test are based on a job analysis and the entire test
is developed in such a way that it enables to check the knowledge of the candidate
from the job perspective. Tests designed keeping the job perspective in mind leads
to more effective screening of the knowledge and expertise of the test taker.

Stage 4: Technical Review

After the tests are developed, they are sent for a technical review within our organization.
At this stage, our team of experienced and qualified faculty members examine the
suitability and correctness of the test and help identify for any discrepancies.
Technical reviews are extremely beneficial since they provide a significant number
of views and recommendations for improved testing.

Stage 5: Pilot Testing

Brainmeasures strongly relies on in-house testing. The final tests are then sent
for in-house testing where the tests are passed on to various candidates who take
the test and check it’s usability and accuracy. This helps in providing us with
honest feedback’s and suggestions in designing enhanced tests.

Stage 6: Feedback

Once we have acquired the feedback from all the candidates, a collective feedback
is given to the subject matter expert’s panel and the important aspects of the feedback
are discussed and taken into consideration by them.

Stage 7: Final Review

After receiving the feedbacks, the subject matter experts make the necessary changes
for improved and advanced test for the test takers.

Stage 8: Final Launch

Once the test has been tested, transformed and improved, it reaches its concluding
stage and is finally launched.